EMT Practice Test

1. Question Content...

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Question1: Which of the following activities is a main objective for quality function deployment?

Question2: The manager for a quality improvement project at an organization receives the project charter during the initiation phase of a project.
'Which of the following information should the expect to find in this document?

Question3: The first step a customer should take when developing a supply chain should he to establish

Question4: Which of the following characteristics is expected in a leader but not a manager?

Question5: Senior management has scheduled a meeting to review the results of a recent assessment that the quality manager has been overseeing for three months. If only 15 minutes are allotted for presenting the findings, which of the following actions would be most effective for the quality manager to take?

Question6: A company that distributes merchandise to major retail stores is conducting a customer satisfaction survey. The major problem with limiting those interviews to individuals in the company's sales contact list 1s that the list may Not include potential new customer

Question7: Which of the following aspects of process measurement is most likely to produce false conclusions about that process?

Question8: Which of the following tools can be used to identify process variation?

Question9: Which of the following types of customer expectations is also common cause of customer dissatisfaction?

Question10: Which of the following tools is used for continuous evaluation of a project's status?

Question11: The enhancement of one part of an organization at the expense of another is one definition of

Question12: A certified supplier can be described as a company whose processes and products have been investigated and the results indicate that the supplier

Question13: The chart below shows planned costs and actual expenditures. Between times 4 and B the chart indicates which type of cost?

Question14: The most important criteria in the selection of an internal quality auditor is whether that person is

Question15: A cross-functional team has been working t>n a process improvement project that affects departments A. B. C. and D.
Once the project is completed, which of the following people associated with the team is responsible for ensuring that the changes are integrated into the processes of the affected departments?

Question16: Which of the following is an example of an operating expense?

Question17: Which of the following standards is a guidance for environment management?

Question18: What type of financial measure can be used to compare the value of quality improvement projects with that of other company investments?

Question19: To identify product attributes that are important to customers, an organization should use which of the following techniques?

Question20: The first step to delivering outstanding service is the development of a service

Question21: To be effective, a knowledge management system should include which of the following elements?

Question22: Which of the following actions will help make on-the-job training more effective?

Question23: A company purchases electronic components and then assembles them to produce customer-specified code reader. Recently, the company has been tracking complaints about the product and found that the majority of complaints are in three key areas: faulty interface connectors, incomplete or failed code recognition from scans, and insufficient power in battery-operated mode. Since the components that contribute to these problems all come from different suppliers, the quality manager has proposed developing a supplier certification program to replace the current low-bid purchase contract system now being used. The quality council asks the manager to provide additional information about this program. As part of supplier certification, the company should perform which of the following actions?

Question24: Materials that are accepted through a material review process even if they are out of specification are considered

Question25: A Gantt chart is useful for managing which of the following stages of a project?

Question26: Resource leveling is used to accomplish which of the following objective?

Question27: Process control feedback loops are used to measure the

Question28: Which of the following statements is true about using the plan-do-check-act (PDCA) methodology to make an improvement?

Question29: Which of the following methods is used to listen to customers to learn exactly what they want and then, using a logical system, determine how best to fulfill those needs with available resources?

Question30: After learning that control charts were not being used in production, the manager of a newly created quality department provided SPC training to everyone in the plant. The manager received many favorable comments about the training in the weeks immediately after the training classes, and a number of departments began creating and using control charts. However, six months later, only the finishing area was using the charts.
If the manager were to survey the plant personnel at this point, which of the following measures of training effectiveness would be likely to receive a positive rating?

Question31: When benchmarking is briny considered for process improvement, which of the following is the most appropriate starting point?

Question32: A company's training needs analysis shows that the only people in the organization who have been (rained in quality function deployment (QFD) are the quality stall members. The quality manager should do which of the following to address this problem?

Question33: Which of the following has the greatest potential to harm customer loyalty?

Question34: Complaints have been received regarding a telephone voice-mail system being full and prohibiting new callers from leaving messages.
'Which of the following types of teams should be chartered to address the voice-mail issue?

Question35: When an organization is deploying its strategic planning process, which of the following tools should be used to ensure that all of the strategies are supported at all levels?

Question36: Ethics in the workplace can include

Question37: A system that is designed to ensure that procedures are current, properly authorized, and accessible is known as document

Question38: On a balance sheet, which of the following elements should be classified as "assets"?

Question39: A training director who needs to link specific training modules to the organization's business needs should ask area managers which of the following questions?

Question40: Team-building activities should be implemented immediately after the team

Question41: Which of the following financial summaries is used to indicate a company's total business performance over a specific period of time?
'Which of the following financial summaries is used to indicate a company's total business performance over a specific period of time?

Question42: If a department manager asks the quality manager for help in defining its quality responsibilities, the should recommend that the department focus on

Question43: Which of the following best describes internal customer focus?

Question44: A U.S. manufacturer has an offshore, single-source supplier for a critical part. Many of the parts are rejected by receiving inspection because they are out of tolerance, but the material review board subsequently accepts those rejects. If a process improvement team has been asked to focus on this problem, which of the following steps should the team take first?

Question45: Which of the following factors is characteristic of companies that excel in customer satisfaction?

Question46: A company can maximize its return from a cost of quality program by investing more money in which of the following categories?

Question47: Which of the following is the most important characteristic of customer-focused organizations?

Question48: Which of the following statements describes an effective relationship between an organization's strategic plan and its quality plan?

Question49: Which of the following communication skills is most important for a virtual team to have to avoid making incorrect assumptions?

Question50: XYZ is a business-to-business company that knows the following about its customers.
* They each use XYZ's products differently, depending on their industry.
* They are located in various regions of North America and Europe.
* They have employee workforces of different sizes at different plants
* They pay different prices for the same products, depending on the volume purchased.

Question51: A trio of long-time employees has worked for the ABC Company for 22 to 25 years each, and they are referred to collectively as "the seniors." ABC recently announced plans to improve quality through training and will soon be developing training sessions to be used throughout the organization. The seniors say they have "seen it all" over the years, and they are not impressed with the plans for ramming everyone. To prevent their negativity from interfering with the success of the training, which of the following actions will be most effective?

Question52: A company's vision and mission statements should be used to generate its

Question53: What is the first step in creating change?

Question54: Which of the following tools can be used to conduct a time series analysis of process performance?

Question55: The purpose of product qualification is to

Question56: Which of the following sets of elements describes the key phases of a ship-to-stock (STS) system?

Question57: Human resources (HR)has proposed instituting a program to encourage employees to submit suggestions. Before implementing this plan. HR should do which of the following?

Question58: Which of the following tools can be used to estimate the expected percentage of defective material in a process that is in statistical control?

Question59: Which of the following training methods should be used when the trainees will apply what they learn on the job?

Question60: The following, chart was developed by a team to conduct a SWOT analysis.

The S-O quadrant indicates the area where

Question61: Who has ultimate responsibility for quality in a service organisation?

Question62: Which of the following are considered key processes in managing quality?

Question63: A team that is in the norming stage of development will exhibit which of the following behaviors?

Question64: An effective way for a customer to prepare to negotiate with a current supplier is by

Question65: It is the team sponsor's responsibility to

Question66: Which of the following approaches to explaining the importance of quality is likely to capture the attention of executive management?

Question67: Which of The following graphs indicates a positive correlation between two sets of data?

Question68: Generally, which of the following is true about chance or random causes of variation?

Question69: A company should take which of the following actions to identify customer expectations?

Question70: When a project team is monitoring the schedule variance of a project, which of the following is the most important question to ask first?

Question71: Which of the following tools should HR use to monitor the number of hours lost due to worker absenteeism?

Question72: If an activity time within a critical path is increased, which of the following is most likely to occur?

Question73: An organization that liar, similar norms and values across product, unit, or functional boundaries is best described as having which of the following types of culture?

Question74: Which of the following statements driven organization?

Question75: For a company's mission, vision, and value statements to become integral to the organization, which of the following actions should management take?

Question76: When promoting quality improvement plans, the quality manager should take which of the following actions first?

Question77: The constraint that is most often encountered by virtual teams that c ate via telephone and e-mail is the

Question78: When a supplier views its customers as partners, which of the following statements 1s true?

Question79: Rank in order, from first to last, the following steps in the supplier certification process.
1. Monitor performance
2. Develop criteria and process
3. Report results and award certification
4. Evaluate suppliers

Question80: Design for six sigma most commonly users which of the following tools?

Question81: First Community Bank Holding Company executive management has initiated an environmental scan lo determine the strategy to respond to new regulatory' standards. Management has observed that the bank has a good reputation in the marketplace, a talented workforce. 600 different options for investment strategies, and a solid management team, which is compensated substantially above industry levels. The bank is considering offering on-line securities trading as a new service to its customers. Which of the following should management consider as an external threat to First Community Bank Holding?

Question82: In order to promote effective quality improvements throughout an organization. management should do which of the following?

Question83: A 500-employee company is being acquired by one of its competitors. How should the company president communicate this change to the employees?

Question84: Which of the following metrics is included in a balanced scorecard?

Question85: Which of the following factors is most likely to affect a project's cost?

Question86: An organization has hired a quality consultant to help with its strategic planning process. If the company does not have a defined mission and vision, the consultant's first step should be to

Question87: Rank in order, from first lo last, the following steps for deploying the strategic plan throughout the organization.
1. Development of quality goals and strategies by upper management
2. Implementation of action by line departments
3. Establish focus on customer needs
4. Translate strategies into the annual business plan

Question88: Which of the following steps should an organization take immediately after creating its strategic plan?

Question89: One of Deming's 14 points indicates that goals?

Question90: Which of the following is an essential feature of a "pull" production system?

Question91: An analysis of a company's strengths, weakness, opportunities and threats (SWOT) is designed to be used to

Question92: Which of the following metrics can be used to measure the internal performance of various departments at the operational level?

Question93: The best way to create ownership in a major organizational change is to

Question94: What is the best method to establish customer requirements with multiple customers on a complicated product?

Question95: A process engineer has calculated that the purchase of a new $150.000 cutter for machines would enable the assembly area to increase output by 30% or more, without additional resource cost. The purchase would exceed the quality budget for the year but would reduce the total operating cost of the assembly department. If the process engineer, the quality manager, and the manager of the machining department collaborate to decide whether to buy the new cutter, they would be using which of the following type of management styles?

Question96: A corporate leader who allows division managers to control the decision-making process in their area is using what type of leadership?

Question97: Water is delivered to ice-cube trays that are placed in freezers at less than -6° centigrade. The trays are removed from the freezers after six hours. If the water has not completely frozen, the trays are returned to the freezer until freezing is complete. The ice-cubes are then removed from the trays, inspected, and placed in bags. Defective cubes are discarded. The bags filled with cubes are kept in storage freezers. Alarms are sounded if a freezer's temperature goes above -6 centigrade. It has been shown that water in the ice-cube trays will freeze in six hours at -6'"' centigrade or less. Which of the following correctly depicts the flowchart for the process?

Question98: A CEO has announced a new vision in automation, integration, and technology. The CEO 1 how these el play an important role in the global business process simplification. In response to this vision, the CEO announces a more advanced new information system that will replace the old system. How would a Corporate IT Director manage the organization's performance and risks based on this new mandatory information system?

Question99: The definition and communication of the quality vision, mission, and goals of a company is the primary responsibility of the

Question100: The best way to reduce variation in products from a supplier is to

Question101: Which of the following tools or techniques focuses on planning rather than results?

Question102: An internal audit is completed in a company with an ISO-9000 compliant quality system. The audit report shows a major nonconformance in the document control system, in that obsolete procedures are not being withdrawn from use. On receipt of the formal audit report, the management representative should do which of the following?

Question103: When the human resources (HR) department provides training throughout the organization. which of the following would be considered an internal customer?

Question104: Empowerment is best described as the process of

Question105: A company has entered into a partnership with a key supplier. All other sources for this key component have been eliminated. An auditor reports that the qualifying audit done by the previous auditor contained a significant omission. In this situation, the quality manager should do which of the following first?

Question106: What is the first step a process owner must take in order to create a written process?

Question107: In project management, the sequence of activities that represents the longest period to finish the project is known as the

Question108: On the basis of the trend shown in the chart below, which of the following actions, if any. would be appropriate for a quality manager to take?

Question109: When a unit of measure is being established for a product, the most important consideration is that the

Question110: Which of the following steps should a company lake to improve its customer satisfaction levels?

Question111: How should the quality manager respond to the improving customer satisfaction trend?

Question112: What type of organizational structure supports operational, project-based decision-making while retaining independent functional management?

Question113: What is the first step in implementing quality function deployment (QFD)?

Question114: In terms of performance and perception, which of the following best describes a car with a reputation as an unreliable vehicle that gets better mileage and more reliable operation at lower cost than other vehicles in its class?

Question115: A recent employee survey included individual comments indicating that some employees are having to decide whether to follow a written procedure or do something contrary to procedure b their supervisor or manager told them to do it differently. In this situation, the first action the quality manager should take is to

Question116: A service y has decided to expand the current focus of its regional territory to all of North Americ a. This decision is an example of

Question117: According to Juran, the one element that is present in all corporate successes and absent in most failures is?

Question118: A customer's supplier performance system requires suppliers to develop an improvement plan if they submit shipments containing multiple nonconformances. Which of the following elements should the customer require as part of those improvement plans?

Question119: In an effort to reduce quality costs, a quality manager has implemented a cross-functional process improvement team. Which of the following activities should the team perform first?

Question120: To make quality training relevant to both the trainees and the company, a quality manager must ensure that the training

Question121: Team ground rules are generally established during which of the following stages of team growth?

Question122: Which of the following terms refers to a systematic error?

Question123: Which of the following techniques contributes to successful quality training?

Question124: Which of the following factors would reduce the effectiveness of a training session on quality basics?

Question125: A team has been formed with the goal of reducing the number of chemical suppliers. The team has found that the company purchases 27 different chemicals from 42 different suppliers. The best tool to use first to analyze these data would be a

Question126: In the theory of constraints, what 1s the greatest obstacle to eliminating a policy constraint?

Question127: An ISO 9001 compliant company can drive organization-wide improvements effectively by

Question128: Which of the following actions indicates that an interviewer is using active listening techniques?

Question129: During the initial stage of a team's development, the most appropriate leadership style is

Question130: Rank in order. from first to last, the following steps to creating a new service organization.
1. Implement new tactics at the front line
2. Clarify the service strategy
3. Evaluate the present level of service quality
4. Educate the organization

Question131: Which of the following sets of elements represents the four levels of training evaluation?

Question132: Which of the following training methods requires the greatest amount of monitoring in order to control variation?

Question133: The most appropriate way to add: a cross-functional team member's lack of perf is by

Question134: During an audit of a supplier's facility, a standard rework operation is not approved for a product. According to the quality manager this operation will not be used to manufacture parts and. they ask that the issue not be identified in the audit. Which of the following steps should be taken first?

Question135: Members of a strategic quality management council have which of the following responsibilities?

Question136: A cross-functional team has made improvements on a process and the points on an R chart for that process are now consistent and close to the centerline. Which of the following steps would be appropriate for the team to take next?

Question137: In response to changing market conditions, a company has revised its corporate goals. Which of the following tools would be appropriate for the sales and marketing team to use to align its strategy to those new goals?

Question138: A process capability study is designed to show the

Question139: A customer submitted a comment card for a hotel chain detailing frustration with the condition of the fitness equipment. Within .1 week, this customer received a letter from the hotel manager apologizing for the inconvenience and a hotel voucher for one night's free stay. Upon returning for the free night's stay, the customer found the fitness equipment was in the same condition as the first stay, based on this information, the hotel's feedback program could best be described as having which of the following characteristics?

Question140: Which of the following statements is true about using stakeholder analysis? A stakeholder analysis

Question141: Which of the following groups would benefit most from detailed training on policy implementation, tactical decision-making, teamwork concepts, and technical quality tools?

Question142: A company achieving 3 4 defects per million opportunities meets which of the following commonly accepted sigma levels?

Question143: The most effective way lo simplify a process is by improving which of the following factors?

Question144: Throughput is defined as the

Question145: A senior executive invites employees to become members of a team that will help make decisions about which actions to lake before implementing the action selected by the executive. What kind of leadership style is executive using?

Question146: Which of the following programs requires recipients to reveal their quality strategies publicly?

Question147: In order to manage the needs of multiple customers, the management group should first

Question148: Which of the following tools is used to determine whether special cause variation exists in a process?

Question149: A company uses a process in which all workers and departments that are involved in bringing a product to market are required to participate in all phases of product development, from concept through delivery. What type of engineering process 1s the company using?

Question150: Who is responsible for conducting audits for ISO 9001 registration?

Question151: The security section at a manufacturing plant asked for support in forming in-home medical and fire response teams.
Management agreed and teams were formed with representatives from all departments. The type of team being used in this situation is an example of a

Question152: Which of the following approaches indicates that a company has aligned its human resources with its strategic goals?

Question153: Which of the following is an example of common cause variation?

Question154: Companies that survey (heir internal customers have learned which of the following about quality-related issues?

Question155: In order for a supplier certification program to be successful for all parties, the first step in the process should be to

Question156: In project management, a benefit/cost ratio can be used to